Support

SLA agreement

This document includes additional important provisions to the ServerAstra Terms of Service:

Document contents:

Best Effort

Bronze

Silver

Gold

Platinum

1. Best Effort

a) In case of a network failure, power failure or conditioning failure the total downtime shall not exceed 1 percent per month.

b) In case of hardware failure the replacement shall not exceed 6 working days.

c) Technical Support Ticket answering time:

average shall be kept within 55 minutes threshold

shall not exceed 1 working day threshold.

If the Company fails to satisfy the terms 1.a) and/or 1.b) and/or 1.c).2 and the dissatisfied Client opens a case reporting the downtime the Company shall allow the Client to be partially refunded within the boundaries of the formula: (p / M) * (M - n), where p - monthly payment for the service, M - days in the month of the unscheduled downtime, n - days of successful service provision to the Client during the observed period, if the Client decides to leave the service.

If you choose this level of service, the Company shall not be obliged to reimburse downtime in case of any disruption of the service.

2. Bronze

a) In case of a network failure, power failure or conditioning failure the total downtime shall not exceed 1 percent per month.

b) In case of hardware failure the replacement shall not exceed 3 working day.

c) Technical Support Ticket answering time:

average shall be kept within 35 minutes threshold

shall not exceed 6 hour threshold.

If the Company fails to satisfy the terms 2.a) and/or 2.b) and/or 2.c).2 and the dissatisfied Client opens a case reporting the downtime the Company shall allow the Client to be fully refunded for the whole month of the occurred service disruption, if the Client decides to leave the service.

If you choose this level of service, the Company shall not be obliged to reimburse downtime in case of any disruption of the service.

3. Silver

a) In case of a network failure, power failure or conditioning failure the total downtime shall not exceed 0,5 percent per month.

b) In case of hardware failure the replacement shall not exceed 2 working days.

c) Technical Support Ticket answering time:

average shall be kept within 15 minutes threshold

shall not exceed 1 hour threshold.

If the Company fails to satisfy the terms 3.a) and/or 3.b) and/or 3.c).2 and the dissatisfied Client opens a case reporting the downtime the Company shall allow the Client to be fully refunded for the whole month of the occurred service disruption, if the Client decides to leave the service.

The Company shall be obliged to reimburse downtime if the Client opens a technical support trouble ticket with a confirmed by Company's representative technical problem in case of term 3.a) and/or 3.b) or a complaint in case of term 3.c).3 within the boundaries of the following formula: ((p / M) * 1) * d, where p - monthly payment for the service, M - days in the month of the unscheduled downtime, d - days of unscheduled downtime, and not exceeding the prepaid service provision period. The payout cannot exceed the amount of 1 monthly payment within the service provisioning term the complaints and/or technical support trouble tickets were sent.

4. Gold

a) In case of a network failure, power failure or conditioning failure the total downtime shall not exceed 0,1 percent per month.

b) In case of hardware failure the replacement shall not exceed 1 working day.

c) Technical Support Ticket answering time:

average shall be kept within 10 minutes threshold

shall not exceed 40 minutes threshold.

If the Company fails to satisfy the terms 4.a) and/or 4.b) and/or 4.c).2 and the dissatisfied Client opens a case reporting the downtime the company shall allow the Client to be fully refunded for the whole month of the occurred service disruption, if the Client decides to leave the service.

The Company shall be obliged to reimburse downtime if the Client opens a technical support trouble ticket with a confirmed by Company's representative technical problem in case of term 4.a) and/or 4.b) or a complaint in case of term 4.c).3 within the boundaries of the following formula: ((p / M) * 2) * d, where p - monthly payment for the service, M - days in the month of the unscheduled downtime, d - days of unscheduled downtime, and not exceeding the prepaid service provision period. The payout cannot exceed the amount of 3 monthly payments within the service provisioning term the complaints and/or technical support trouble tickets were sent.

5. Platinum

a) In case of a network failure, power failure or conditioning failure the total downtime shall not exceed 0,005 percent per month.

b) In case of hardware failure the replacement shall not exceed 1 working day.

c) Technical Support Ticket answering time:

average shall be kept within 10 minutes threshold

shall not exceed 30 min threshold.

If the Company fails to satisfy the terms 5.a) and/or 5.b) and/or 5.c).2 and the dissatisfied Client opens a case reporting the downtime the Company shall allow the Client to be fully refunded for the whole term of the occurred service disruption, if the Client decides to leave the service.

The Company shall be obliged to reimburse downtime if the Client opens a technical support trouble ticket with a confirmed by Company's representative technical problem in case of term 5.a) and/or 5.b) or a complaint in case of term 5.c).3 within the boundaries of the following formula: ((p / M) * 4) * d, where p - monthly payment for the service, M - days in the month of the unscheduled downtime, d - days of unscheduled downtime, and not exceeding the prepaid service provision period. The payout cannot exceed the amount of 3 monthly payments within one request.

Customer obligations:

In case of Terms of service violations by the Customer, the Customer agrees that the Company will:

notify the Client via support ticket system about violation and further issue resolution proceedings

suspend the service to prevent further abuse

terminate the service in case of systematic abuse or violation of terms of service resolution proceedings

issue an invoice with a Terms of Service violation fine of €100 and clean-up fee of €50

pursue recollection of the Terms of Service violation fine and clean-up fee using legal matters